Roostino Casino - Player's winnings have been capped unexpectedly.

Ich habe einen Bonus gemacht und meine Gewinne wurden auf 1x des bonus gecapped obwohl das nigends gesagt wurde. Weder in T&C oder in der email des Bonuses.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a screenshot of the bonus you activated and played with, or provide a link to it? Was it a deposit bonus or a free no-deposit bonus?
• How did you find this bonus? Was it available directly on the casino website, sent to you via promotional email, or found on a third-party website?
• Were your winnings capped automatically after you completed the wagering requirements, or were they capped only after you submitted a withdrawal request?
• Which games did you play while the bonus was active?
• Have you contacted customer support to inquire about the applied win cap? If so, what explanation did they provide?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hallo,

Es war ein regulärer bonus welcher mir durch eine email angeboten wurde

Meine balance wurde direkt nach erfüllung des wagers begrenzt.

Ich habe buring chilli x und wild tiger gespielt.

Ich habe den support angeschrieben aber dieser hat nur gesagt das es halt 1x max win ist und auf nachfrage warum dieser nirgends ausgewiesen war wurde ausgewichen und gesagt ich hätte im chat vorher nachfragen sollen.

Please forward me the original promotional email at veronika.f@casino.guru. Kindly include the communication with customer support regarding the applied cap as well. Thank you for your cooperation.

Ich habe alle relevanten email an die angegebene Email weitergeleitet. Danke für die Bemühungen!

Dear Marco187

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Vielen dank für die Mühe

Hello Marco187,

My name is Michal, and I have now taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would now like to invite Roostino Casino to join this conversation.

Dear Roostino Casino,

Could you kindly provide a detailed clarification regarding the sequence of events in this case and specify which publicly available Terms and Conditions, were relied upon when capping the player's bonus winnings?

As the player has pointed out, the promotional email does not appear to contain any reference to a maximum win limitation associated with the bonus. Based on the information currently available, it is therefore unclear how the player could have been reasonably informed of this restriction before participating in the promotion.

We would appreciate clarification on the legal and contractual basis for the application of the winnings cap, as well as any supporting evidence demonstrating that the relevant limitation was clearly communicated and accessible to the player at the time the bonus was claimed.

If there are any additional factors influencing this situation that cannot be shared publicly, please feel free to share them directly with me at michal.k@casino.guru for an independent review.

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Marco187,

Unfortunately, I have not yet received a response from the casino team through our usual communication channels, which is both surprising and disappointing. Nevertheless, I will attempt to contact the casino through alternative means in the hope of obtaining their position on the matter.

As our objective is always to clarify and resolve complaints whenever possible, rather than leave them unresolved, I will extend the timer for a few additional days to allow the casino further opportunity to respond.

I remain hopeful that the casino will provide the necessary information shortly, and I will keep you informed of any developments.

Dear all,

Thank you for contacting us.

We kindly inform you that we reviewing your case with the relevant department.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

Roostino

Dear Roostino Casino,

We look forward to your response and any information you can provide regarding this matter. Ideally, we would also appreciate a reconsideration of the player’s winnings if the issue indeed resulted from unclear or less-than-ideal communication, as currently appears to be the case.

Dear all,

Thank you for your patience while we look into this matter. Our team is currently investigating your case, and we will contact you the moment we have an update.

Kind regards,

Roostino

Dear Roostino Casino Team,

Thank you for your response. However, I must express my concern that despite the considerable time that has already passed, you have still not provided any supporting evidence to substantiate your position.

Given that the decision against the player has been made swiftly, it is difficult to understand why the supporting evidence and explanation required to justify such action is taking an unusually long time to produce. This delay raises legitimate concerns regarding procedural fairness, transparency, and whether sufficient and justifiable grounds existed for the actions taken against the player in the first place.

At this stage, I kindly but firmly request that you either provide the relevant supporting evidence without further delay, together with a clear explanation of the basis for your decision, or alternatively, proceed with releasing the player’s winnings in full if you are unable to substantiate your position adequately.

Prompt action on your side would be highly appreciated and would help ensure that this matter can be assessed fairly and resolved without unnecessary further delay.

Dear All,

We kindly ask the player to check if the bonus is still visible in their bonus history.

Dear Marco187 could you please provide a screenshot of this section from the website?

For your information, our backoffice indicates a maximum release of 1x the bonus amount. According to our system, these same terms and conditions regarding the maximum release should be visible to the customer within their bonus section.

We appreciate your patience and cooperation.

Kind regards,

Roostino

Hallo,

Ich habe wie schon zuvor hochgeladen nirgends einen maxwin finden können.

vielen Dank für die Mühe und freundliche Grüße zurück

Dear Marco187,

Thank you for providing the requested screenshots.

We have escalated this information to our internal review team for a final assessment.

 A formal resolution will be communicated to you as soon as the investigation is complete.

We appreciate your continued patience and understanding while we work to resolve your issue as soon as possible.

Best Regards,

Roostino

Dear Roostino Casino Team,

We look forward to your prompt action and response regarding this matter.

Dear Michal,

Thank you for the reply.

We would like to kindly request an extension of the timer, as we are currently awaiting a response from the relevant department. Since it is the weekend, we anticipate that they may not be able to respond until Monday.

We appreciate your continued patience and understanding while we work to resolve your issue as soon as possible.

Best Regards,

Roostino

Dear Roostino Casino Team,

Thank you for your update.

I appreciate that you are continuing to investigate this matter, and I am willing to grant a reasonable extension until Monday.

That said, I would like to reiterate that, in addition to your internal review, I still require a clear response to the concerns I have previously raised.

Given that the decision to limit the player's withdrawal was made swiftly, it is difficult to understand why the supporting evidence and explanation required to justify that decision are taking such an unusually long time to produce. This delay raises legitimate concerns regarding procedural fairness, transparency, and whether sufficient and justifiable grounds existed for the action taken against the player in the first place.

Most top operators would likely have handled this matter more efficiently, and it would most likely have been resolved/clarified already.

Your current approach is beginning to give the impression that, rather than acknowledging what the information and evidence currently available appear to indicate—namely, that the applicable bonus restrictions may not have been communicated to the player sufficiently—the focus might be shifting towards identifying alternative grounds to justify the capping of the player's winnings.

This is not an approach that we can agree with, as any action taken against a player should be based on terms that were clearly communicated and consistently applied.

I look forward to your comprehensive response on Monday so that this matter can be assessed fairly and independently.

Dear Michal,

Thank you for the reply.

We would like to kindly request an extension of the timer, as we are currently awaiting a response from the relevant department.A formal resolution will be communicated to you as soon as the investigation is complete.

We appreciate your continued patience and understanding while we work to resolve your issue as soon as possible.

Best Regards,

Roostino

Dear Roostino Casino Team,

Although I was expecting a different response, our primary objective is always to resolve complaints wherever reasonably possible rather than leave them unresolved. With that in mind, I am prepared to grant a reasonable extension.

Please note, however, that this will be the final extension. I therefore look forward to receiving your comprehensive response addressing the concerns I have previously raised, so that we can determine the appropriate way forward in this case.

Dear All,

We are pleased to inform you that €2,677 has been credited to the player's account.

This adjustment resolves the recent issue regarding the player's promotional offer. Per Section 7.16 of our General Terms & Conditions, unless explicitly stated otherwise in the specific promotional terms, deposit bonuses carry a maximum release limit of 10x the initial bonus amount.

In this case, the player began with a €300 bonus. Upon completing the wagering requirements, their balance reached €2,977. As only €300 was initially credited, we have now added the remaining balance of €2,677 to the account.

We trust this clarifies the matter.

Thank you for your patience and understanding.

Best regards,

Roostino

Dear Roostino Casino Team,

Thank you for your response and for taking what appears to be a fair and reasonable approach to this matter.

I agree that the player should be entitled to retain all winnings accumulated up to the point at which they still fell within the limit specified under Rule 7.16.

Dear Marco187,

I trust you welcome the casino's response as a positive outcome.

Please let me know whether I may consider this complaint resolved or if there is anything else I can assist you with.

Danke an alle Beteiligten! Ich bin sehr zufrieden über diesen fairen Schiedsspruch. Das einzige "Problem" ist das ich noch vor dem Auszahlen wagern soll obwohl ich ja den bonus betrag umgesetzt habe.

Dear Marco187,

Thank you for your response.

Dear Roostino Casino Team,

Could you please clarify why the player is required to wager these funds, given that they should represent winnings already accumulated prior to the adjustment, which turned out not to be correct?

My understanding was that these funds would be reinstated as real-money funds, available for withdrawal without any additional wagering requirements, as they would have been had the initial decision not been applied.

I would appreciate your clarification on this point.

Dear all,

Your satisfaction is important to us, and we want to ensure that you have a positive gaming experience.

We apologise for the issue encountered with the amount credited. The system reads this credit as a new deposit, which requires wagering. However, we can assist the player with a manual transaction to withdraw the funds.

To proceed with the Withdrawals, kindly provide us with the details of your bank account in the following format:

• Full Name (please include all names including middle names)

• E-mail

• IBAN or Bank Account Number

• BIC

• Bank name & location city

• Country of where bank is

Kind regards,

Roostino

Vielen Dank für Ihr bemühen!

Kann ich meine Bank kontaktdaten per email schicken, da ich diese nicht in einen öffentlichen Forum haben möchte?

Dear Marco187,

Thank you for your quick reply.

Just to let you know, providing your payment details directly via email is absolutely fine. However, if you don't mind sharing them in the complaint thread for extra transparency, I will mark your response as "sensitive" – which means only you, the casino, and I (as the moderator) will be able to see them.

Both options are fine by me – whichever you're more comfortable with.

Dear Roostino Casino Team,

Please let us know to which email the player can send their payment details. Alternatively, if you'd like them to be posted directly in the complaint thread for greater transparency, I will mark the response as "sensitive" This way, the information will only be visible to you, the player, and me as the moderator.

Please let us know which option is preferable.

Dear all,

Thank you for the reply.

We would like to inform you that we forwarded your Bank details to the relevant department to proceed with your active balance.

Kind regards,

Roostino

Thank you all for your responses.

I remain hopeful that we will be able to bring this case to a positive resolution soon.

Dear Marco187,

Please let me know once the funds have reached your account.

Vielen Dank an alle Beteiligten! Ich habe das Geld in voller Höhe erhalten.

Dear Marco187,

Thank you for your response and for the confirmation that you received the funds.

I am glad that our involvement played an important role in resolving this matter.

I'll go ahead and mark the complaint as 'resolved' in our system. I would like to thank both parties for their cooperation.

Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Centre — we will be happy to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru